Summary
Overview
Work history
Education
Skills
Websites
Certification
Reference
Timeline
Generic

Emmanuel Nwabugo Akunobi

Inchicore,Ireland

Summary

Accomplished IT professional with extensive expertise in Windows 11, MacOS, and social media platforms. Proficient in WordPress web development, network administration, and technical troubleshooting, with a strong focus on customer service and user onboarding. Demonstrates exceptional skills in project management, strategic thinking, and leadership. Adept at utilising ServiceNow for case management and ticketing systems to enhance customer relationship management. Committed to delivering service-oriented solutions through effective communication and problem-solving. Career goals include advancing in IT project management roles to drive innovative technology solutions.

Overview

10
10
years of professional experience
13
13
years of post-secondary education
1
1
Certification

Work history

Product Support Advisor

Panatrix Consults
Remote
01.2024 - 06.2025
  • Provide timely and effective technical support to customers, resolving product-related issues via phone, email, chat.
  • Answered over 50 telephone calls per day with professionalism.
  • Troubleshoot and diagnose product issues, identifying root causes and providing solutions or workarounds.
  • Conducted regular follow-ups with clients, fostering strong business relationships.
  • Communicated effectively, improving brand image and reputation.
  • Resolved customer queries to increase loyalty and trust.
  • Participated in weekly meetings, sharing insights on common client issues.
  • Enhanced customer satisfaction by providing top-notch product support.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Provided real-time solutions to customers, reducing escalations significantly.
  • Develop and maintain in-depth knowledge of products, including features, functionality, and technical specifications.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Communicate technical information to customers in clear, concise, and professional manner.
  • Participate in ongoing training and development to maintain and improve product knowledge and technical skills.
  • Collaborate with internal teams, such as sales, marketing, and development, to resolve complex issues and escalate critical problems.
  • Implemented customer follow up to uphold service standards.
  • Document customer interactions, including issues, resolutions, and product feedback.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Employed active listening and product expertise to successfully resolve inbound queries.
  • Listened actively to offer accurate information and best solution to their needs.
  • Maintained compliant documentation on Excel Sheet for reliable company records.

Customer Service Advisor (Escalations Desk)

Concentrix (META Contingent Worker)
Dublin, Ireland
03.2023 - 11.2023
  • Responded to customer inquiries via phone, email, or chat, resolved customer issues, and maintained high level of customer satisfaction.
  • Identifying and resolving problems with ad performance data to ensure accuracy and reliability.
  • Handled high volume of calls daily for faster issue resolution.
  • Stayed up to date with product knowledge and company information to provide accurate support.
  • Worked with cross-functional teams to gather requirements, resolve issues, and ensure alignment with business objectives.
  • Identified and resolved customer issues efficiently, escalated when necessary, and collaborated with other teams to find solutions.
  • Provided training to new team members and ensured compliance with data privacy policies.
  • Responded to difficult situations calmly, gained trust of aggrieved customers.
  • Received Best Employee award for outstanding performance and exceptional customer satisfaction feedback.
  • Strengthened client relationships with clear communication and problem-solving skills.
  • Escalated complex issues in line with internal best practices for swift resolution.
  • Maintained average resolution time of less than 24 hours, exceeding company's SLA for over 90% of escalated cases.
  • Improved response time by 50% by prioritizing high priority escalations and contributing to implementation of automated notification system.
  • Expressed care, patience and empathy when handling customer interactions for personalized experience.
  • Successfully reduced number of open escalated cases by 25% within first quarter by contributing to streamlined escalation process and 8% increase in customer satisfaction ratings.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Investigated customer issues to find acceptable conclusion and prevent recurrence.
  • Adhered strictly to policies and procedures for continued company compliance.

I.T Support Specialist

Cinamon Technologies & IT Solutions Limited
Lagos, Nigeria
03.2018 - 06.2021
  • Troubleshot network concerns, assisted users with hardware-related issues, and resolved software functionality concerns.
  • Provided phone and online support to users, working in team-oriented environment to deliver troubleshooting solutions.
  • Implemented documentation protocols into departmental operations.
  • Resolved hardware malfunctions by conducting thorough diagnostic tests.
  • Supported audio-visual interface with computer workstations and telecommunications technologies.
  • Reduced downtime with proactive system monitoring and maintenance.
  • Coordinated IT projects to ensure on-time completion and within scope requirements.
  • Provided quality customer service for enhanced user satisfaction.
  • Handled sensitive customer data responsibly, adhering strictly to all company policies regarding data privacy and protection.
  • Installed software updates, ensuring optimal system performance.
  • Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
  • Investigated and diagnosed customer's technical and product queries.
  • Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
  • Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.
  • Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents.
  • Followed technical documentation for accurate installation, maintenance and repair work.
  • Tested function of peripheral equipment and completed quality repairs.
  • Carried out new hardware installations and updates, keeping systems functional and secure.
  • Installed new software for users and monitored version and patch update requirements.
  • Delivered complete set-up assistance for networking systems, IP allocation on systems and related IT gear.

Desktop Support Technician

ETN.CONNECT
Lagos, Nigeria
10.2015 - 01.2018
  • Installed, upgraded and verified hardware and software applications.
  • Provided effective desktop support to over 100 staff members in corporate setting.
  • Assisted end users with new and existing technology, providing coaching and one-on-one training.
  • Enhanced system performance by troubleshooting and repairing software, hardware, and network issues.
  • Maintained high user satisfaction for prompt resolution of technical issues.
  • Coordinated and executed preventative maintenance and remedial repairs on equipment.
  • Change managed transition from Windows 7 to Windows 10 across multiple departments.
  • Returned defective equipment, documented repairs, and maintained parts inventory.
  • Called clients to follow up functionality of systems.
  • Monitored, operated, managed, troubleshot, and restored service to terminal service clients, PCs, or notebooks.
  • Installed malware to protect software from virus.
  • Sustained company-wide computer systems by performing routine maintenance tasks.
  • Provided effective desktop support to over 100 staff members in corporate setting.
  • Used ServiceNow to track support tickets and document actions.
  • Supported remote employees through virtual desktop infrastructure.
  • Improved productivity with installation and upgrade of software systems.
  • Collaborated with IT team to develop and implement disaster recovery plans.
  • Used ticket systems to answer queries and resolve desktop issues.
  • Documented technical issues and solutions to maintain accurate logs.
  • Managed inventory of IT equipment, ensuring all devices were properly maintained and updated regularly.
  • Troubleshot hardware and software issues to resolve bugs.
  • Monitored performance and speed of desktop to establish strong infrastructure.
  • Communicated with clients to verify roots and causes of computer problems.
  • Gathered customer feedback to find ways of improvement.

Education

M.Sc. - International Business Management

Griffith College
Dublin, Ireland
09.2021 - 09.2022

Bachelor of Science - Computer Science

Delta State University
Delta, Nigeria
09.2008 - 02.2014

High School Diploma - Science

Brain Touch Academy
Nigeria
08.2001 - 06.2008

Skills

  • Windows 11
  • MacOS
  • Social media platforms
  • Sprout Social
  • Computer Hardware & Software Installation
  • Printer Installation/Troubleshooting
  • User Onboarding
  • Microsoft Office
  • WordPress Web Development
  • Customer Service
  • Call centre experience
  • ServiceNow
  • Triage
  • Customer relationship management
  • Communication
  • Problem-solving
  • Project management
  • Leadership
  • Strategic thinking
  • Ticketing systems
  • Technical troubleshooting
  • Hardware maintenance
  • System troubleshooting
  • Ethernet and wireless networking
  • Time management excellence
  • Service-Oriented mindset
  • Database management
  • Case Management
  • Active Directory
  • Wireless networking
  • Software update installation
  • Anti-virus software installation
  • Application installation
  • Network configuration
  • Customer satisfaction focus
  • Remote support capabilities
  • Virtual private network operation
  • Multi-tasking

Certification

National Institute of Information Technology, Certificate in PC Assembly and Maintenance,

Reference

Available on request

Timeline

Product Support Advisor

Panatrix Consults
01.2024 - 06.2025

Customer Service Advisor (Escalations Desk)

Concentrix (META Contingent Worker)
03.2023 - 11.2023

M.Sc. - International Business Management

Griffith College
09.2021 - 09.2022

I.T Support Specialist

Cinamon Technologies & IT Solutions Limited
03.2018 - 06.2021

Desktop Support Technician

ETN.CONNECT
10.2015 - 01.2018

Bachelor of Science - Computer Science

Delta State University
09.2008 - 02.2014

High School Diploma - Science

Brain Touch Academy
08.2001 - 06.2008

Similar Profiles

Create profile
Emmanuel Nwabugo Akunobi